Sr. Manager, Customer and Content Strategy

Zoro.com; Chicago (IL); Hybrid; USD 116,000 - 193,000; Full time

Job summary

Zoro.com is seeking a Senior Manager of Customer and Content Strategy to lead insights-driven marketing for key customer segments. You will build buyer profiles, guide content development, and align messaging across channels to drive engagement.

You will partner with analytics, define customer strategies across the organization, and manage a small team to deliver creative briefs and a structured content calendar that supports growth.

Qualifications

• 7+ years of marketing and content planning/strategy.
• Bachelor's degree or related professional experience.
• Demonstrated strategic thinking with ability to drive outcomes.
• Ability to translate data into actionable objectives.
• Excellent written and verbal communication; presents data clearly.
• Ability to build strategic relationships with cross-functional teams.
• Proven project management and multi-project prioritization.
• Knowledge of B2B industrial market is a plus.

Responsibilities

• Drive customer growth for key segments and to lead the development of short and long-range strategic marketing plans
• Partner with analytics teams to understand customer trends and drive the creation of customer segments and targets
• Define and communicate customer strategies across the organization, to ensure all teams have a clear, consistent understanding of who our customers are and how best to serve them
• Lead the development of creative briefs with content and messaging direction for customer segments including messaging hierarchy, creative direction, and content structure to ensure consistent and targeted communication across channels
• Oversee the creation and maintenance of a content calendar by customer segment that will drive content strategy across all channels and on our website
• Manage a team of at least one individual contributor

Skills

Marketing strategy

Strategic thinking

Data-driven

Communication skills

Cross-functional teamwork

Project management

Self-starter

B2B market knowledge

Education

Bachelor's degree

Job description

Company Summary

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we’re just getting started!

Company Summary

Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we’re just getting started!

Job Summary

Understanding our customers and delivering content that resonates with them is fundamental to the success of our business. The Senior Manager of Customer and Content Strategy identifies key customer groups, gathering and synthesizing both qualitative and quantitative data, and building comprehensive buyer profiles—including purchasing behaviors, customer goals, and share-of-wallet opportunities. Leveraging these insights, the Senior Manager guides the development of marketing content designed to drive customer engagement and deliver measurable business impact.

Duties and Responsibilities

• You will be responsible to drive customer growth for key customer segments and to lead the development of short and long-range strategic marketing plans
• You will partner with analytics teams to understand customer trends and drive the creation of customer segments and targets
• You will define and communicate customer strategies across the organization, to ensure all teams have a clear, consistent understanding of who our customers are and how best to serve them
• You will lead the development of creative briefs with content and messaging direction for customer segments including messaging hierarchy, creative direction, and content structure to ensure consistent and targeted communication across channels
• You will oversee the creation and maintenance of a content calendar by customer segment that will drive content strategy across all channels and on our website
• You will manage a team of at least one individual contributor

Minimum Qualifications

• 7+ years of experience with marketing and content planning/strategy
• Bachelor's degree or related professional experience
• Demonstrated strategic thinking skills with a proven ability to develop, articulate, and execute effective strategies that drive business outcomes
• Ability to measure performance and translate data into actionable objectives
• Excellent communication skills – written, interpersonal, and presentations that translate data, statistical, and financial analysis into clear recommendations
• Ability to develop strategic working relationships across the business with technical personnel, senior leadership, and various teams such as Creative Services, Analytics, Merchandising
• Ability to project manage/prioritize multiple projects simultaneously
• Self-starter who thrives in a fast-paced environment
• Knowledge of B2B industrial market is a plus

Total Rewards

Zoro’s total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance. Total compensation will be highly competitive. In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:

• Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
• Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
• 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
• At least 18 paid time off days annually for full-time employees and 6 company holidays per year
• 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
• Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
• Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
• Employee discounts and admission to various civic and cultural institutions around Chicago
• Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views

The pay range provided is not a guarantee of compensation. The range listed reflects the expected base pay for this position at the time of posting, based on the role's job grade. Actual compensation may vary depending on factors such as location, relevant experience and individual qualifications.

Illinois

$115,600—$192,600 USD

Our Culture

Zoro was founded in 2011 with a simple idea: make it easy for businesses to get the tools, parts, and supplies they need to keep things running. We've grown by staying curious, moving quickly, and solving everyday challenges in smart, practical ways. Backed by W.W. Grainger and inspired by our endless assortment business model, we’re on a clear path toward our next big milestone: $2 billion in revenue—and beyond.

At Zoro, we don’t just follow a playbook—we help build it. You’ll get to work on real problems with a supportive team that shares ideas freely, learns from each other, and celebrates wins together. Our culture is grounded in values that guide how we show up every day: Winning & Learning Together, Being Customer Obsessed, Being Transparent, and Taking Ownership. We don’t have all the answers, but we’re always asking good questions.

Zoro’s culture has been recognized by Fortune, Best Places to Work, and Built In Chicago—but the recognition we care about most comes from our team members, who make this place what it is.

We also know that flexibility matters. Our hybrid work model gives you space to focus and the flexibility to live your life — asking team members to be onsite at least two days a week. Our Chicago HQ (right above Ogilvie Transportation Center in the Accenture Tower) is always open and ready for connection, collaboration, or just a good cup of coffee.

At Zoro, we’re growing fast toward big aspirations — and we’re continuously excited about the new challenges we get to solve together.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status, or any other protected characteristic under federal, state, or local law. We are proud to be an equal opportunity workplace. We are also committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one’s employment. Should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview, or hiring process, please advise us so that we can provide appropriate assistance.